It sounds as if your grill is malfunctioning, but don't expect too much from this thing. My grill works as it "should", but it's pretty pathetic compared to a home grill or charcoal. I can't get a sear on anything without squirting oil into the flame (the Carrabba's wood-fired grill technique).
I use my grill for some things...dogs and such...or for overflow from my charcoal grill...or for times when burn bans prevent the use of charcoal.
If you're serious about grilling, there are many good options, but I highly recommend this stainless steel folding charcoal grill. Super light. Comes with a tote back to keep things clean, and it's amazing.
https://smile.amazon.com/gp/product/B01N5KL5EM/ref=oh_aui_detailpage_o04_s00?ie=UTF8&psc=1
Again, your grill isn't working correctly, and you'll be happy to get it fixed, but as grills go, these things are barely adequate.